Welcome to Cogeco Home Phone. Extended Home Phone User Guide

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1 Welcome to Cogeco Home Phone Extended Home Phone User Guide

2 Thank you for choosing Cogeco Home Phone. We re looking forward to providing you with superior phone service for your home. By choosing Cogeco, you have made an important decision about the quality of your connections. Unlike third-party voice-over Internet providers, we can directly control the quality of your line for greater call clarity. We hope you enjoy the great value and features of the home-phone package you selected. If, over time, you decide you want to add more phone features or upgrade your long-distance plan, you have the flexibility to change your plan to suit your needs. We know you re going to enjoy this reliable product from Cogeco, which also includes helpful services, such as our 24/7 technical support. If you require additional information or have any questions, our helpful customer service representatives will be happy to assist you. Sincerely, Your Cogeco Team Need assistance? For customer support, dial 611 or visit cogeco.ca/phonefaq

3 Get to know your Home Phone We ve put together this introduction kit to help you find everything you need to begin using your Cogeco Phone, including what you should know about your new service, how to place calls to anyone in Canada and the U.S., how to make international calls, tips for making the most of your calling features, and information on services available to you. Table of Contents Getting Started Calling within Canada and to the U.S. Placing International Calls Voic Call Display Call Waiting Visual Call Waiting Call Forwarding Three-way Calling Call Screening Call Screening Hot Keys Anonymous Call Reject Do Not Disturb Call Display Permanently Blocked Call Blocking Star Services Other Services Additional Information

4 Getting Started Your Package Before you get started, please ensure you re familiar with the package you ve selected and the features and benefits that are included with it. Services With Cogeco, you ll enjoy exceptional value on all your phone services. Depending on the package you selected, some of the great benefits we offer include calling within Canada and to the U.S., as well as popular calling features. If you re calling internationally, Cogeco offers easy and affordable options, such as Direct International Calling and Gold Line s International Calling Prepaid Service. 4

5 Making calls with Cogeco Home Phone Calling within Canada and to the U.S. Unlimited local calling is included in all our packages: To reach the person or company you wish to call, dial the 10-digit number directly. If long-distance calling within Canada and to the U.S. is included in your package: Treat every call like a local call. With Cogeco, our long-distance packages let you call anywhere within Canada and to the U.S. at any time of the day. Simply dial the 10-digit number no need to dial 1 beforehand and your call will be connected immediately. If long-distance calling within Canada and to the U.S. is not included in your package: To make long-distance calls within Canada or to the U.S., dial 1, followed by the 10-digit number. Placing International Calls You have two options when it comes to international calling: direct or prepaid. Direct international calling: It s easy to make direct international calls from your home phone. There are no PINs to remember or complicated instructions. For Caribbean countries, dial 1 + Area Code + Phone Number. For other international long-distance codes, dial Country Code + Area Code + Phone Number. Cogeco offers affordable and competitive pricing and all charges will appear on your monthly phone bill. For added security, you also have the option to block international calls. More details, such as current rates, can be found on our website. Prepaid calling card with Gold Line: Cogeco has partnered with Gold Line, a premier prepaid calling provider. Gold Line s Prepaid Service lets you make international calls from your home, mobile, or even a public phone at affordable rates with no hassles, so you can pay as you talk. You can use the service to call anywhere in the world including Canada and the U.S., from any phone. 5

6 Cogeco Home Phone features Cogeco offers several features that are designed to make your life easier. Check to see which features are included with your package and then simply follow the instructions below to take advantage of these services. For easy reminders on how to access various features, you can also refer to the Set Up Guide that you received when you signed up for Cogeco Home Phone. Voic Cogeco Phone Voic allows your callers to leave messages following your personalized greeting and prompt, so you don t miss out on important calls. Your voic will also store your saved messages for up to 21 days. Accessing voic for the first time: To access and activate your voic for the first time, dial 22#. When you hear the welcome message, enter your temporary password (the last four digits of your phone number). Follow the prompts to change your password, your personal options and customize your voic service to your preferences. Subsequent access to voic from home: To retrieve your messages from your Cogeco Home Phone, dial 22#. Enter the password you selected when you activated your voic and set your personal options. You can control how you listen to messages by fast forwarding, rewinding, pausing and more. You can also find out the date and time your messages were left. See your Set Up Guide for a full list of voic features. 6

7 Cogeco Home Phone features Remote access to voic You can easily access your voic even when you re away from home. To do this, dial your home phone number from your mobile or a public phone. Press when you hear the welcome message. When prompted, enter your voic password. Voic hot keys: Main menu Voic shortcuts during messages 1 2 Listen to your messages Go to personal options Personal options menu Change your greeting Change your password Record your name Return to previous menu Change number of rings to voic If you want to change the number of rings before your voic picks up, dial 23# and follow the prompts with your keypad. You can choose anywhere between 1 and 9 rings. This can be changed as frequently as you wish # Rewind Pause Fast forward Repeat the message Message date and time information Delete message Save message All options Previous menu Skip message 7

8 Cogeco Home Phone features Call Display This feature lets you see the name and phone number of the person who s calling before you answer the phone. Your phone must support Call Display to take advantage of this feature. The name and number may not be displayed if it s not provided by the calling party s service provider. Call Waiting Call Waiting allows you to put a call in progress on hold to take a new incoming call. This way, you ll never miss an important call and your line is never truly tied up. If this feature is included with your package, it is automatically enabled when you receive your Cogeco phone. When you are on the phone with someone and a second call comes in, you will hear an audio signal. You can answer this second incoming call by pressing the Flash button. The first call will automatically be put on hold. You can switch between the two calls with the Flash button again. If you hang up and there is still somebody on hold, your phone will ring. Any unanswered calls will be automatically forwarded to your voic . To deactivate Call Waiting: If you wish to deactivate Call Waiting, you can do so on a per-call basis. To disable, dial 70 before you dial the number of the call you do not wish to have interrupted. When Call Waiting is disabled, incoming calls will automatically go straight to your voic . Call Waiting will be reactivated automatically after you finish your call. 8

9 Cogeco Home Phone features Visual Call Waiting This feature uses your phone s display to show you the name and number of an incoming call when you re already on the phone. By blending the benefits of Call Display and Call Waiting, you can manage your calls at your convenience. Your home phone must support Call Display to take advantage of this feature. Call Forwarding When you re away from home, you can quickly and easily arrange to have your incoming calls forwarded to another number so you can pick up any urgent calls immediately. As for outgoing calls, you can still make them from your home phone when this feature is turned on. To remind you that the Call Forwarding service is enabled, your home phone will ring briefly if someone tries to reach you, but the call will still be forwarded to your programmed number. To activate Call Forwarding from your home phone: Dial 72 on your home phone, followed by the 10-digit number you wish to forward your calls to. To disable Call Forwarding, dial 73. Remote access to Call Forwarding: This feature allows you to control your Call Forwarding feature from any touch-tone phone other than your Cogeco Home Phone. So even if you re not at home, you can dial in and remotely turn Call Forwarding on or off. You can also change the number you wish to have your calls forwarded to as often as you like. Your calls can be redirected to any number where you can be reached, like your mobile, office, or a friend s place. Before you can use this feature remotely, you will need to set up a remote password from your home phone. To do this, dial 96 and change your password. (The default password is the last 4 digits of your phone number.) 9

10 Cogeco Home Phone features Remote access to Call Forwarding, cont. To forward your calls remotely, you will need to use a remote access number (assigned number) allowing you to call to access your Call Forwarding feature. Just dial your remote access number from any phone other than your Cogeco Phone. When you hear the welcome message, enter your Cogeco phone number and your password, then follow the prompts. To find out your remote access number (assigned number), dial 24# from your Cogeco Phone and record this number for future use. Three-way Calling With Three-way Calling, you can talk with two people on the same call, no matter where they are. You can also talk privately to one person until you re ready to conference in your third party. How to make a Three-way call: When you re already on the phone with someone, you can add a third party at any time by pressing the Flash button on your phone. This will put the first caller on hold. Wait for a dial tone, then dial the number of the other person you want to talk to. When the third party answers you can speak privately with them, then press the Flash button to get everyone in a single conversation. If the third party you re calling doesn t answer or the line is busy, press the Flash button again to return to the first caller. Please note the Call Waiting feature will not function during a Three-way Call; however, incoming calls will be redirected to your voic . The use of Three-way Calling and Call Forwarding may be subject to long-distance charges for calls not specifically included in your calling package and can only be used for calling within Canada and to the U.S. 10

11 Cogeco Home Phone features Call Screening With Call Screening, you can manage all incoming calls to only get the ones you want. Specify a list of phone numbers that you want screened and what you want done with the calls. You can choose from: Selective Call Forwarding Selective Call Acceptance Selective Call Rejection Distinctive Ringing/Call Waiting Each of these Call Screening options has its own list of phone numbers to create. 63 Selective Call Forwarding If the phone number of an incoming call is on your list for Selective Call Forwarding, the call will be automatically forwarded to a designated phone number. All other incoming calls that are not part of this specific list will be received as usual. You can activate or deactivate this feature any time you want. At any time, you can add or delete numbers from your screening list, change the number you want calls forwarded to or review the screening list. To use and manage the different options of Selective Call Forwarding, dial 63 and follow the prompts. To activate and deactivate Selective Call Forwarding, dial Selective Call Acceptance With this feature, you can create a list of phone numbers that you ll accept incoming calls from. Any calls that aren t on your Selective Call Acceptance list are blocked, and will receive an announcement telling the callers that their call is not accepted. This is a great feature for late at night when you only want to answer important calls or if you want to keep you or your family from being disturbed. To use and manage the different option of Selective Call Acceptance, just dial 64 and follow the prompts. To activate and deactivate Selective Call Acceptance, dial 3. 11

12 Cogeco Home Phone features 60 Selective Call Rejection This feature is helpful if you do not wish to be contacted by telemarketers or other unwanted callers. When a number calls that s on the Selective Call Rejection list, this call will be blocked and the caller will receive an announcement telling them that their call is not accepted. To use and manage the different options of Selective Call Rejection, just dial 60 and follow the instructions. To activate and deactivate Selective Call Rejection, dial Distinctive Ringing/Call Waiting When this feature is turned on, every call you get from a set of phone numbers that you ve selected will have a special ring or Call Waiting tone. Any calls that aren t on your screening list will have a standard ring and Call Waiting alert tone. To use and manage the different options of Distinctive Ringing/Call Waiting, just dial 61 and follow the prompts. To activate and deactivate Distinctive Ringing/Call Waiting, dial 3. PLEASE NOTE: If Selective Call Acceptance and Selective Call Rejection are active at the same time with different phone numbers listed in each list, then the only calls that will be received are the numbers in the Selective Call Acceptance list. Selective Call Acceptance must be deactivated if you d like to activate the Do Not Disturb feature on all incoming calls. Otherwise, all telephone numbers on the Selective Acceptance list will go through. If Selective Call Rejection is enabled at the same time as any other call-screen feature, it will take priority. For example: if the same number is on both the Selective Call Rejection and Distinctive Ringing/Call Waiting list, the call will be rejected and it won t ring at your end. 12

13 Cogeco Home Phone features Call Screening Hot Keys This is a list of shortcuts for you to use when you re setting up any of the previously mentioned features. Call Screen Features Call Screening Features Shortcuts 6 0 Selective Call Rejection 3 Turn the feature on/off 6 1 Distinctive Ringing/Call Waiting # Add an entry 6 3 Selective Call Forwarding Remove one or more entries 6 4 Selective Call Acceptance 0 8 Remove all list entries 0 9 Remove all anonymous list entries 1 Review the entries on your list # 0 1 # Add the last number that called you Anonymous Call Reject This feature lets you reject calls from people who have blocked their number and caller information from displaying on your phone. If an anonymous caller contacts you, they ll hear a message that instructs them to hang up, remove their block and call again. To activate Anonymous Call Reject, dial 77, and to deactivate it, dial 87. You ll hear an announcement to confirm that you turned the option on or off. Do Not Disturb If you don t wish to be disturbed for a period of time, say, during dinner or your favourite TV show, you can use the Do Not Disturb feature. When activated, all your calls are sent directly to your voic . Dial 78 to turn Do Not Disturb on and 79 to turn the feature off. An announcement will confirm if you activated or disabled the option. Please note: To block all incoming calls you must deactivate your Selective Call Acceptance. Otherwise, all telephone numbers on the Selective Call Acceptance list will go through. 13

14 Cogeco Home Phone features Call Display Permanently Blocked This feature automatically prevents your name and number from being displayed on all outgoing calls. However, this feature does not affect how your number and information are seen when making 911 calls. Call Blocking This feature lets you block future incoming calls from the last number that called your phone. For example, if a solicitor calls your phone and you want to block them from calling again, this feature lets you do that without needing to know their number. Once Call Blocking is activated for a specific number it remains in your call rejection list. Before you can use the Call Blocking feature, you must activate it. Just dial 60, then #01#, then 3. To activate the Call Blocking feature after you have been called by an unwanted number, dial 97 after the last call you received. An announcement will confirm if you activated or disabled the option. To remove a number from your call rejection list, dial 60 and follow the prompt. 14

15 Star Services The following Star Services are included in all of our packages. 67 Call Display Blocking The Call Display Blocking service prevents those you call from viewing your name and telephone number on their call display. Your name and phone number remain unknown to them. This feature is activated on a per call basis. Dial 67 before each call to remain anonymous. 57 Emergency Call Trace In emergency situations, the Call Trace service gives you the means to stop unwanted calls by tracing the last call received. The service is free of charge, but should be used only to protect you from unwanted calls. Please limit its use to serious situations in which you are prepared to file charges, i.e., notify the police and make an official complaint. Once your complaint has been registered, and proof of warrant is received, Cogeco will transmit the telephone number, the date and the time of the call to the police. Just dial 57 immediately after the undesirable call has been received. Pertinent information will be stored for safekeeping by Cogeco. 15

16 Other Services The following Cogeco services are also available. 0 Operator Services Dial 0 if you need assistance in placing a call and one of our operators will assist you. Operators are available 24 hours a day, 7 days a week. Collect calling and bill-to-thirdparty calling are not offered. 711 Message Relay Service 711 Relay Service is available 24 hours a day, 7 days a week to people who are hearingimpaired and/or speech-impaired. It provides the free assistance of an operator. People who have hearing difficulties may use the Relay Service if they own a tele-printer or ATS. Simply dial 711 or Clients without hearing problems can contact a Relay Service operator by dialing The service is provided at no charge. All calls are free, provided you re calling within Canada or the U.S. 16

17 Other Services Emergency Access (911) In emergency situations, when you dial 911, your Cogeco Phone connects you directly to 911 Emergency Services for immediate assistance just like your previous phone service. Cogeco s multifunction cable modem must not be moved or tampered with for as long as you subscribe to Cogeco Phone. This is necessary to ensure that 911 calls will be handed off to the 911 Emergency Call Centre serving your residence, and that the address provided to the 911 Emergency Call Centre from which you place the 911 call will correspond to the physical address registered in the 911 database, which is associated with your telephone number. You understand that any breach hereof may result in 911 Emergency services being unavailable. Emergency 911 Service will not work properly if you experience one of (but not limited to) the following situations with your Cogeco Phone: A network service outage, failure of the multifunction cable modem A power failure, once the multifunction cable modem uses up its backup power supply 411 Directory Assistance Directory Assistance services will help you find a telephone number. Simply dial 411 for any number in Canada or the U.S. or if you prefer, you can also get Directory Assistance from several public websites. Please note that depending on your package, additional charges may apply. Additional Information If you have a question that isn t answered in this manual, cogeco.ca/phonefaq is an excellent place for additional information. You can also send us an at or, if you are more comfortable, you can phone us at 611 from your phone or call our toll-free Customer Support number at

18 Thank you for entrusting your important calls to us. Your new Cogeco Home Phone will make it easy for you to stay in touch and save on the services you want, while taking advantage of high-quality connections. cogeco.ca/phonefaq

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